EastWest PLAY Upgrade the Native Instruments Connection

[whyteguy]

Well I purchased from Sweetwater, EastWest Symphonic Orchestra Platinum Pro XP and Registered with EastWest Customer Support on the phone to walk me through the process, called same to walk me through the Free Upgrade Path while online; Upgrade done and Paid for as per EastWest Customer Service, I have the Receipt.
Friday, July 26, 2008 I received an Email saying that I would not receive the Symphonic Orchestra Platinum Pro XP to Symphonic Orchestra Platinum Complete with "PLAY" Upgrade, shipping already paid for, because my EastWest Symphonic Orchestra Platinum Pro XP was not Registered. Well it is, but you see if it is not Registered then I must pay for the Upgrade, $200. I Sent EastWest my Registration and Invoice for the Upgrade to Symphonic Orchestra Platinum Complete with "PLAY," the response from EastWest was "OK!"
However, I then Received another Email response from EastWest this one a Forward from guess who? Native Instruments... Native Instruments Emailed EastWest (the corporation I registered my product and purchased the upgrade to "PLAY" from) NI told EastWest I was Not Registered and so Not to receive the Upgrade to "PLAY."
Question, does Native Instruments own EastWest, if not, what is this relationship EastWest has to Native Instruments?
I own NI Komplete 5 and Kore 2. No Comment on Kore 2 today or any NI product as I really do hope Native Instruments/EastWest honors my Registration and Upgrade to "PLAY." Yep I am afraid of NI, Native Instruments Customer Service can eat-up hours at a time and leave you with what you came with, the same problem. If EastWest is NI's "lady" (so to speak) what a shame, Native Instrument's Customer Service is already overwhelmed.
Anyone out there with the same situation, or am I Alone?
My Login name goes back to the "Average White Band," the twist? "Average Whyteguy"my sense of humor, I was always "The "whyteguy" in the band and my music is pretty darn Funky at least to my ears, I can't RAP but Funk, R&B, Blues, Latin...etc.

[whyteguy]

Originally Posted by ETM Dude

They are separate companies... EastWest licensed NI's Kompakt/Intakt engine to playback their samples. The Play Engine is EW's own creation, as they are phasing out all of the NI powered products.

Sounds like you need to contact their sales support to make sure you get the update that you paid for. EW support has always been painless for me, however I agree... the NI support system can be frustrating.

Thank You for the response,
I have 3 Contacts, 2 from EastWest and 1 indirectly from NI, again NI put the Kibosh on the Upgrade at EastWest (EW sent forward the response from NI to me.), and so the Question of the relationship between the two Corporations. Sigh of relief, EastWest and NI are as yet unwed and the PLAY engine is EastWest's. I have used NI's Software for a number of years, I am current with Komplete (5) and Kore (2)... anyway, I'm drifting here, great news on the "relationship" between the two, Thanks.

[elambo]

It doesn't matter if the two companies are related or not - if you've paid for a product, you should be allowed to use it. If not, then not.

But this sounds like some red tape that needs cutting and just a single call should be able to clear it up. "Should." EW is good about customer service and pretty quick about it. NI has been relatively painful since their early days and perhaps no better today.

[whyteguy]

Originally Posted by elambo

It doesn't matter if the two companies are related or not - if you've paid for a product, you should be allowed to use it. If not, then not.

But this sounds like some red tape that needs cutting and just a single call should be able to clear it up. "Should." EW is good about customer service and pretty quick about it. NI has been relatively painful since their early days and perhaps no better today.

I Applaud EastWest's Customer Service for cutting the "Red Tape."
I Received confirmation that all will proceed as per the agreement with EastWest.
As I wrote previously, Native Instruments raised a non-issue and created the "Red Tape."
I use NI and Ditto everyone's experience of NI Customer Service, I will restate, Native Instruments Customer Service is Overwhelmed, that is the best I can say as a client of the Corporation who's experience finds the individuals within NI to be "Good" people in a tough situation, "'nough said."
Thank You all as you have rested my concerns about EastWest, sigh of relief.
If all continues well, I have nothing left to say until I receive the EW Product.
My hope is that my "posting" will stand as others may want to reference my experience with EastWest if they find themselves under similar circumstances; they may find some peace in the replies from the "gearslutz" community and the promised out-come from EastWest.
I can not express how pleased I am to hear that EastWest has good Customer Service; with all the great product out there to choose from, it now comes down to Customer Service for me.
Thanks,
to all you "gearslutz"